FREQUENTLY ASKED QUESTIONS
- Common Questions
- Returns & Exchanges
- Gift Card Information
- Fraudulent Websites
- Order Information
- Shipping Information
- Product Information
- JOANN+
- Account Information
- Sales, coupons and price promotions
- Weekly Ad Information
- JOANN app
- Recommended System Requirements
COMMON QUESTIONS
- • Due to Federal Court Order, our stores will be unable to accept or honor gift cards, store credit, coupons, returns, price matching or discounts.
- • We are unable to honor any donation requests at this time.
- • Ditto remains open and will be supported now and into the future.
- • If you are reaching out about your Creativebug Subscription, please forward your inquiry to support@creativebug863.zohodesk.com.
- • The only way to check availability or obtain merchandise is by visiting your local JOANN store directly.
- • If you are inquiring about purchasing fixtures or equipment, please visit your local JOANN store and speak with a Store Manager for further details.
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RETURNS & EXCHANGES
Q: Can I return my purchase?
A: All purchases made in-store or on JOANN.com are Final Sale and cannot be returned for a refund or store credit. Please refer to our Return Policy page for details.
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GIFT CARDS
Q: Can I still use my JOANN gift card?
A: Unfortunately, at this time you can no longer use your JOANN gift card in-store or online. Gift cards are also not available to purchase.
FRAUDULENT JOANN WEBSITES
Important Notice: Beware of Fake JOANN Websites
It has come to our attention that there are multiple websites that are imitating JOANN as clearance outlets. These websites are in no way affiliated with JOANN. As of Wednesday, March 5th, purchases on JOANN.com have been disabled, and there are no other authorized JOANN shopping websites. You can still browse our products at JOANN.com, but purchases are unavailable at this time. Please immediately report any fraudulent website to us at customer.service@joann.com , as well as the FTC at ReportFraud.ftc.gov . If you have purchased from a fraudulent website please dispute the claim with your financial institution.
ORDER INFORMATION
Q: How do I place an order?
A: Orders can no longer be placed on joann.com. Please visit your local store to make a purchase.
Q: How can I check the status of my order?
A: To track the status of your order, click the Track Order link in the bottom section of every page on joann.com. You will need your order number and the e-mail address used to place the order. Please allow 2-3 days for your order status to post. If you are a registered user, you can also check your order status using the “My Account” link on the home page.
Q: Why are there multiple authorizations on my credit card?
A: You may see multiple authorizations on your account if you attempt to process an online order multiple times by hitting the “submit” button. Even if your order did not process, you may still see an authorization on your account. An authorization is a pending charge or hold on a payment account and is not a true charge. The authorization on your credit card or PayPal account allows joann.com to make sure the account is valid and has the necessary funds available to process your order. Your payment method is not charged until we ship your order. The release of an authorization may also appear as a refund on a credit card statement, or the authorization may be deleted from the account entirely. The void may take 7 business days (or longer, depending on your bank) to appear.
Q: Are credit card purchases safe on joann.com®?
A: Our web site has implemented electronic means of protecting your personal information, including credit card information. Even though we have taken steps to prevent your personal information from disclosure, we cannot fully eliminate security risks associated with personal information. We use secure servers and Secure Sockets Layer (SSL) technology to protect credit card data. We will store your personal billing information only if you have registered with us and have indicated that you wish us to store your credit card information. The storage of this information will facilitate a quick and convenient checkout for you. If you are not a joann.com® member, your payment information will not be stored or saved.
Q: Why didn't I receive all the merchandise that I ordered?
A: We reserve the right to limit quantities, even after you have submitted an order from our website. We apologize for any inconvenience that this may cause you. Your order(s) is subject to cancellation by us, at our sole discretion.
Q: What about US Sales Tax?
A: United States sales tax is charged for orders shipped to states where sales tax is applicable. The amount of sales tax charged is based on current state and local tax rates in accordance with state tax laws. State and local sales tax rates are subject to change at any time.
- Packaging and shipping charges may also be subject to sales tax in applicable states.
- Sales tax will be refunded for returned items.
- Gift Cards purchased at joann.com® are not taxable.
- Items sent to APO/FPO military addresses and the states of Oregon, New Hampshire, Montana, and Delaware are not subject to sales taxes.
- We currently collect sales tax in all states except the following: DE, MT, NH, OR.
Q: What if I have tax exempt status in the United States?
A: Please refer to our Tax Exempt page for more details.
Q: How can I place a bulk order of a product, when there is not enough in stock?
A: At this time, we are unable to fullfill bulk orders of products.
Q: Does joann.com® offer backorders and/or rain checks?
A: No, we are not able to offer backorders or rain checks.
Q: How can I find more information about an item on the website?
A: Many items have additional information available. To find out more:
- Read what other customers say about an item in the customer reviews
- Read the Description tab and Shipping and Returns tab on the Product Detail page
- See other items by a certain brand by clicking the Shop by Brand link
JOANN+
At this time, we are unable to offer bulk discounts through our JOANN+ program.
ACCOUNT INFORMATION
Q: Do I have to register to place an order with joann.com®?
A: You are not required to register to place an order. joann.com® membership is optional and free of charge. Becoming a member will make your shopping experience more convenient by allowing us to prefill your address, remember the items in your shopping cart, keep all of your shipping addresses, and track all of your orders. The “My Account” function will allow you to view any previous order information, including items ordered and ship dates.
Q: How do I sign up for a joann.com® account?
A: To create an account, click on the Hi! Sign in at the top right corner of every page and select Create an Account. You will then be prompted to create an account.
Q: I have previously ordered from joann.com®. Why don't I have a username?
A: You will only have a username if you have created an account with joann.com®. An account requires a unique username and a password. To create an account, click on the Hi! Sign in at the top right corner of every page and select Create an Account. You will then be prompted to create an account.
Q: Why can't I log in to the app or joann.com with my email?
A: We apologize for the inconvenience. But as part of our commitment to protecting your privacy, we periodically require your password to be reset. You will need to reset your password by following the Reset Password link at sign in.
Q: Why am I getting a password error message when attempting to log in to my account?
A: Please note that passwords are case-sensitive. Also, you may have accidentally mistyped your username and therefore the password you are entering does not match with that name. Please double check your username.
Q: What do I do if I have forgotten my username or password?
A: If you forget the password for your account, select Forgot Your Password and enter your email address. If we have your email address on file, we will send you an email to reset your password.
Q: How do I change my username or password?
A: Registered users may change their username or password by accessing “My Account”. Select Account Settings and then select the sections you would like to edit.
Q: How do I change/update my account information?
A: To update your account information including billing address, shipping address, payment information, and registration, go to “My Account”, sign in, and click into the different sections to edit your information.
Q: How do I change/update my e-mail address?
A: To update your e-mail address, go to “My Account”, sign in, select Account Settings and then select edit Contact Information.
Q: Can I view my account history?
A: Yes. If you are signed in, you can click on Orders under your name in the top-right corner of every page. You can also access your orders in your account under Orders.
Q: Can I adjust my contact preferences for email?
Too many ideas and not enough time? We would love to hear how to best communicate with you. Click here to adjust your contact preferences for email.
SALES & COUPONS
Q: How do I redeem a coupon online?
A: At this time, coupon codes cannot be redeemed online.
Q: Can I use my coupon code on any item?
A: There are joann.com® items that are excluded from coupon use. To determine if you can use a code on the item you are purchasing please:
- Review the coupon exclusion language carefully
- Review the product copy for an exclusion note
- View the coupon exclusion page, Exclusions
Q: Can coupons be exchanged for cash?
A: No, coupons are intended to provide a discount to your purchased order and cannot be exchanged for a cash value.
Q: Can I use my rewards discount online?
A: At this time, JOANN.com and the JOANN app are unable to accept reward discount cards from our Student, Teacher, Healthcare, Military and Girl Scout discount programs.
WEEKLY AD
Q: Where is my weekly ad?
A: At this time, the weekly ad is unavailable and is not being sent to customer's homes.
JOANN App
Q: Why do I have to login or create an account in the app to access my coupons?
A: You can still browse coupons and projects without creating an account. But creating an account allows you to get new personalized coupons, create and save projects, and follow cool creators!
Q: Why can't I see coupons or use store locator in the app?
A: We have recently updated the app. Please make sure your app is the most updated version. To access your updates, go to Google Play or iTunes App Store .
RECOMMENDED SYSTEM REQUIREMENTS
Q: What are the recommended system requirements?
A: iPhone : We recommend iOS 14.0 or above.
A: Android: We recommend Android 9 and above.
A: Computer : We recommend using the latest version of your browser.
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